Support Officer

Gatehouse Financial Group; City of London, Milton Keynes, Wilmslow; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading financial services company in London is seeking an Associate to support the administration of legal due diligence for home purchase plans. The role involves managing customer inquiries, conducting pre-vet checks, and ensuring compliance with bank criteria. Ideal candidates should have mortgage experience and a commitment to service excellence. The position offers a competitive benefits package including medical insurance and a pension plan.

Benefits

25 days holiday entitlement increasing with service

Pension Plan

Private Medical Insurance

Income Protection

Life Assurance

Employee Referral Bonus

Qualifications

• Experience in a mortgage-related position required.
• Strong focus on delivering excellent customer service.
• Awareness of compliance and fraud risk management.

Responsibilities

• Assist advisers in managing daily work queues and pipelines.
• Handle customer inquiries within agreed timescales.
• Conduct pre-vet checks to confirm case eligibility.
• Upload and process outstanding documentation.
• Provide ongoing management information tracking.

Skills

Mortgage Experience

Service excellence delivery

Fraud risk/compliance awareness

Understanding of finance-related processes

Job description

The purpose of this role is to support the administration of all legal due diligence as applicable to home purchase plan cases and assist in the preparation of them for completion, following all Risk and Compliance procedures applicable within Gatehouse Bank Plc. Communicating with various internal and external stakeholders through the completion journey, working alongside the Case Managers to set service level agreements, whilst being mindful of the customer experience.

Key responsibilities

• Assist Direct advisers in managing the daily work queue and management of pipelines.
• Contact customer enquiries within agreed timescales whilst tracking potential customers and following up on enquiries.
• Handle inbound customer calls within agreed SLAs.
• Complete full pre‑vet checks with customers during initial calls to confirm the case meets Gatehouse Bank criteria and affordability requirements before progressing to an adviser or an application.
• Record accurate call notes and key information gathered during pre‑vet checks to support advisers and maintain a complete audit trail.
• Set clear expectations with customers on next steps, required documents, and indicative timelines to support a smooth application journey.
• Support continuous improvement by identifying recurring issues during pre‑application checks and feeding these back to the team leader.
• Liaise with customers via our online chat facility.
• Work collaboratively with key colleagues and stakeholders.
• Liaise with customers to provide any outstanding documentation required to progress applications.
• Check all supporting documentation thoroughly to ensure it meets Bank criteria.
• Upload and process outstanding documentation within agreed SLAs.
• Provide ongoing MI, tracking lead source and outcomes.

Key Skills required

• Mortgage Experience
• Service excellence delivery for customers.
• Fraud risk/compliance awareness.
• Understanding of a home purchase plan or other finance‑related process‑driven operation.

We offer highly attractive reward package; the typical benefits include:

• 25 days holiday entitlement increasing with service
• Pension Plan
• Private Medical Insurance
• Income Protection
• Life Assurance
• Employee Referral Bonus

Seniority level

Associate

Employment type

Full‑time

Job function

Administrative and Finance

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.